Senior Customer Success Manager

Posted Dec 3

Our team voted and made it official! Clariti has been awarded the prestigious, Great Place To Work in Canada, and we couldn’t be more humbled. Our People make empowering cultures possible, and we know what it takes to drive strong engagement because we live it every day, in all of the small and big things we do.

Read more about Us, Our People, and Our Culture here.

What do we do?

We empower governments to deliver exceptional citizen experiences

Clariti’s government software helps North America’s largest and fastest growing communities deliver exceptional community development, permitting, and licensing experiences online. Every day, our solutions help governments approve more permits for new homes, business licenses for entrepreneurs, and professional licenses for essential workers.

As of 2023, following Clariti’s acquisition of Camino Technologies, a leading permitting and licensing software company serving small and mid-sized governments, our software is used by tens of millions of North Americans every day.

If you’re interested in learning more about our company culture, and joining our team of relentless builders, you can check out more about our team here.

What will you work on?

Reporting to the EVP, Customer Experience, the Senior Customer Success Manager (Enterprise) will be a trusted advisor to our Strategic customer segment, helping them achieve maximum value from the Clariti solution. You will understand your clients' digital adoption goals and recommend solutions to help them get the most out of our product and exceed their goals.

As a Senior Customer Success Manager at Clariti, you’ll get to :

Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
Maintain an understanding of our product and roadmap so you can guide customers to success and continue to promote up their Adoption Score.
Educate customers on the most relevant features of their specific requirements.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for Clariti.
Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
Work with the internal Account team and Customer to develop a Success Plan outlining how Clariti addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with Clariti Account Team (Account Executives, Services, Technical Support) to ensure customers renew and expand.
Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk

What you bring to the team?

5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management
Significant experience managing a quarterly retention and growth quota.
Previous experience maintaining a book of at least 4-6 Strategic customer accounts.
Demonstrated experience increasing customer satisfaction, adoption, and retention applied to a technical product.
High competency in sales discovery methodologies and an ability to run Return on Investment discussions
Experience in an enterprise solution sales environment, partnering with account executives to develop and close sales opportunities.

The salary range for this role is expected to be between 90-135k based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy.

If you have questions about compensation as we move through the process, we’re happy to discuss further.

Why join Clariti?

Our Commitment to ED&I

At Clariti, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We’re working to create a workplace and team that is as diverse as the communities we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day. Curious how we’ve been working on this? Reach out to our People & Talent team and we’d be happy to share more details on the workshops, policies, and processes that we have both in place today, and in the works for the future.

We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees’ experiences as we grow. We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team:

100% ‘remote-first’ Work Environment - our people are our greatest asset, and everyone requires a different environment to do their best work. To maintain flexibility in our workstyles and locations, our team works remotely - currently across Canada and the United States
Flexible Work Hours - everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST). Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences
Competitive Total Compensation - we recognize the valuable contributions and hard work of our team, and reward them for it!
Personal Time Off (PTO) - we recognize the need for recreation, and to ensure that all employees are taking adequate rest, we offer our team 29 pro-rated days of paid time-off (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days)
Comprehensive Extended Benefits package* - including coverage for medical, dental and vision - starting on day one!
$500 Annual Wellness Spending Account* - (prorated based on start date) for team members' personal health and wellbeing
An Annual Professional Development budget*, and high potential for growth and continuous learning
Team Building Initiatives - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement
Onboarding & Quarterly WFH budget* - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable
Tech Tools and Stack - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence/Jira, Lattice, Rippling and Greenhouse

*Note - any benefits listed with an asterisk are subject to employee eligibility (i.e.: FT Permanent employees or employees covering a long-term contract of +12 months)

Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. Questions? Ask us - we're here to help.

Don’t meet all the requirements but still interested in applying for an opportunity? We’re all on a journey to learn constantly and have areas to grow in and develop. If you bring some of the above skills to the table and are still developing in others, please apply with us anyway! Learning and experience isn’t a one-way path, if you believe you have the background needed to make an impact in this role, we’d love to hear from you.

If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to hr@claritisoftware.com and we’ll be happy to support you.